Engine provides personalized service to 900,000 travelers with Agentforce.

Engine is a fast-growing, modern travel platform helping businesses and guests make booking seamless, spending smart, and travel smooth – all without membership fees, contracts, or agent-assist fees.

Manual cancellation processes left too little time for Engine’s service reps to help with complex bookings.

Engine has come a long way since launching as a hotel booking app in 2018. Today, it’s a unified platform for booking hotels, flights, and car rentals and has surpassed a $2 billion valuation. Now trusted by over 900,000 travelers and supported by a team of 850 employees, Engine sets itself apart by offering small and midsize businesses enterprise-level savings, perks, and their commitment to fast support — all without costly subscription fees or contracts. In 2025, Engine is aiming for 70% year-over-year growth, with one big goal: scaling smart, without adding overhead.

Engine’s 150-person support team is dedicated to making every step of the travel experience seamless—providing real-time assistance and personalized support for business travelers on the go. They handle 530,000 requests a year across phone, email, and web chat, most of which are initiated in the Einstein chatbot on mobile or web. Although the chatbot can answer basic questions, it wasn’t designed to take action, so even common requests ‌must be handled by a customer service rep.

For example, if a customer wants to cancel a hotel, car rental, or airline reservation, the bot understands what the customer wants to do but must still transfer the case to a customer service rep. The rep then has to read the chat, pull up the customer’s active reservations in Engine’s custom-built booking platform, and call the hotel and customer to complete the cancellation. The process could be slow for travelers and time-consuming for reps, who have to first update the customer’s profile in Service Cloud, then connect with the customer and hotel chain 1:1.

These basic cancellation requests took reps’ time away from cases that required a human touch, such as, “our business trip was moved last minute, eleven of us were attending. Can you help us cancel all of our hotel and flight reservations – before 5pm?!” Engine wanted to make it possible for customers to handle these types of questions on their own while slashing the average handling time and cost per case.

To keep their commitment to minimizing customer hold times, Engine would have had to significantly expand the size of their service team every year. Continuously recruiting, hiring, and onboarding at scale would be unsustainably expensive and threaten their plans for continued growth. Engine’s success is dependent on new and repeat bookings, so they needed a scalable, cost-effective solution to help their customers manage travel plans while upholding their commitment to the quick customer service.

Agentforce handles cancellations in seconds and reduces average handle time by 15%.

Agentforce, the agentic layer of the Salesforce Platform, helps Engine deliver fast service, at scale. Agentforce will autonomously resolve cancellation requests via web or mobile chat. Now, instead of waiting for a service rep to work on their case, customers can instantly connect with Engine’s AI agent, Eva. 

Eva was built in Agentforce’s Agent Builder and takes action based on Engine’s Customer-360 data in Service Cloud and their proprietary booking platform — all unified by Data Cloud. It uses natural language processing to understand each customer’s request, validate their identity, and cancel the reservation through API integrations. For example, if someone needs to cancel a block of hotel rooms for a business meeting, Agentforce analyzes the customer’s data to understand the context of the request, and calls an API to cancel the reservation in Engine’s booking platform — all within seconds. Agentforce then uses a custom API to sync updates instantly across all of Engine’s data sources and confirm the cancellation with the customer. 

If a customer wants to speak to a human rep, or Eva can’t help with their request, Agentforce passes the conversation — along with a summary of the chat and full customer history — to a live rep for follow-up. This process, which used to require a call-back and manual updates, is now automated end-to-end. Since launch, Agentforce has reduced average handle time by 15%, and Engine estimates Agentforce will deliver $2 million in cost savings annually. “Our reps have time back in their day to focus on serving the customer,” said Joshua Stern, Engine’s Director of GTM Systems.

This expansion of capabilities will be made possible by Data Cloud, which gives Agentforce real-time access to all of Engine’s customer data, unified and harmonized across all its sources. The contact information, sales opportunities, past bookings, and support cases in Sales Cloud and Service Cloud, plus over 10 million rows of unstructured data in Snowflake like hotel prices and customer search behavior will give Agentforce the context to anticipate and assist with a variety of customer requests.

Data Cloud’s Zero Copy architecture makes pulling in external data from Snowflake easy: Instead of duplicating data across systems, Agentforce will access the data directly where it lives using Apex code. This will streamline the technical build and ensure that Eva always works with the latest information.

“The real power is how we use that data to create a holistic picture and offer the best support to customers,” said Stern. “And of course, if some customers prefer to chat with a customer service rep, that’s always an option. It’s about meeting customers where they are.”

Agentforce will help our agents work high-stakes cases or complex requests — like emergency hotel bookings near a natural disaster — to the right support team. Agentforce will then support reps during the call with relevant knowledge articles and documentation, provide talking points, and recommend next steps‌. Afterwards, Agentforce will automatically log each interaction in Service Cloud so that future service and sales reps can efficiently help that customer in the future.

“Agentforce enables our people to work more effectively,” said Stern. “It's not a replacement for them. It's a way to make the most of their talents so that they are not stuck doing repetitive tasks.”

Engine will soon create an always-on teammate with Agentforce in Slack.

Another way digital labor will help Engine’s team work more efficiently is within Slack — their cloud-based communication and collaboration hub.

Because Slack is part of Salesforce’s deeply unified platform, it will be easy for Engine to augment their existing channels and workspaces with Agentforce. With Agent Builder’s tools and out-of-the-box functionality, Engine can quickly create intelligent agents that answer questions, initiate workflows, pull information from files, and summarize conversations — all without writing a single line of code.

To start, Engine plans to launch agents that provide IT support for new hires and answer role-specific policy questions across the company. For example, if an employee wants to check on the status of their new laptop, they can simply ask Agentforce in Slack, using natural language. Or if a new hire has trouble accessing their email for the first time, they can ask Agentforce for help and instantly receive step-by-step instructions.

By bringing Agentforce into Slack, Engine expects to reduce internal support tickets and give employees faster, more intuitive access to the answers they need — right in the flow of work.

Engine started with a test, learn, and scale approach to their Agentforce journey, opting to start with a single use case before expanding Agentforce capabilities company-wide. Working with managed services partner Astound Digital, Engine built, developed, and launched their first agent for customer cancellations in just 12 days. Engine then used an internal sandbox to create and test additional Agentforce actions‌ — ‌such as new prompts or enhanced Retrieval Augmented Generation (RAG) — iterating until they could confidently demo each new functionality. 

After getting some real-world experience with Agentforce, Engine realized something important: When an AI agent has too many similar options to choose from, it can get confused about which one to use. So instead of creating a bunch of separate topics — like one for cancellations, one for upgrades, and another for adding a driver — they simplified things. Together with Salesforce, they built topics like “car management” and then gave Agentforce several actions it could take within that, like “cancel my reservation,” “upgrade my car,” or “add a driver.”

This added structure under a single topic helped Agentforce make faster, smarter decisions without second-guessing. It also makes it easier for the Engine team to keep improving the agent over time, tuning actions versus adding topics. Now that Agentforce is live and handling customer requests, the team continues to tailor the agents, building on what they’ve learned to roll out even more capabilities.

“We couldn’t do business without Salesforce. It’s the platform where we manage our relationships with our customers,” said Stern. “That’s sales, support, marketing, everything. It's that unified vision.” 

That vision is exactly what sets Salesforce apart for Engine. The fast-growing company isn’t just using Agentforce to automate a few service tasks — they’re building a customer experience that’s fast, intelligent, and scalable, all within a deeply unified platform.

With low-code tools, prebuilt actions, and ready-to-use integrations, the Salesforce Platform lets Engine launch and iterate quickly. Customizing agents to keep pace with changing customer needs is simple, so they can test, learn, and scale without slowing down. “Our support reps can focus on the customer, not writing up notes that an agent can do in seconds,” said Demetri Salvaggio, Senior Director of Service.

Because Agentforce is built directly into Salesforce, it works seamlessly with Engine’s existing Salesforce solutions and workflows. Eva can take real action — like canceling a reservation — while tapping into the same systems, Sales Cloud and Service Cloud, used by its internal teams. 

And while speed and scale are critical, trust matters just as much. With built-in security tools like the Einstein Trust Layer, Agentforce ensures transparency and compliance. Customer data is masked, permissions are respected, and zero data is retained during interactions — so Engine’s customers can get personalized support without compromising privacy.

As Agentforce continues to evolve and improve with every customer interaction, Engine is already seeing measurable impact: the support of a digital workforce, on call 24 hours a day, is on track to increase their reps’ productivity by an estimated 10%. 

Salesforce’s platform has given Engine a complete view of each customer — unlocking smarter outreach for sales and more thoughtful, relevant support. And with Agentforce, they’re on the road to serving their travelers better and faster, at scale. That’s critical for a startup with ambitious goals to grow efficiently, delighting customers and investors alike.